Microsoft Word Procera Support Terms Platinum Level final

SUPPORT TERMS (PLATINUM)
July 31 2019
Page 2 of 12
PROPRIETARY
base articles and order tracking information; (b) the ability to enter support tickets; (c) notifications 
and information updates from Sandvine; and (d) the ability to request training and access.
“Products” means the Hardware, Software and/or Documentation that may be purchased or 
licensed by End User from Sandvine under the Agreement.
“Professional Services” means professional services provided by Sandvine to End User 
pursuant to the terms and conditions of the Agreement or SOW (as applicable) and which may 
include: (a) installation, configuration and commissioning of Products either remotely or on End 
User’s premises; and (b) training on the use and operation of Products. Professional Services 
may be:
(i)
standardized service offerings as may be made generally available by Sandvine from 
time to time to Sandvine’s customers (“Standard Services”), whereby Standard 
Services are provided by Sandvine pursuant to the Agreement and a SOW; or
(ii)
non-standard services, which may include: (A) customized or bespoke services (such 
as development, customization, modification, installation, configuration or other 
services) undertaken for the End User at the End User’s request and which services 
are not generally made available by Sandvine to its customers as a Standard Service 
(“Custom Services”), whereby Custom Services are provided by Sandvine pursuant 
to the Agreement and/or a SOW.
“Purchase Order” means a written order issued by End User to Sandvine (or to a Sandvine-
authorized reseller) for Hardware, Software and/or Support and Maintenance Services, but 
excluding any End User pre-printed or standard form purchase order terms and conditions.
“Release” means a commercially available version of Software.
“RMA” means Return Material Authorization.
“Sandvine” means the Sandvine entity named on the quotation or Purchase Order, which will be 
either Sandvine Corporation or an Affiliate of Sandvine Corporation.
“Software” means the machine-readable (object code) version of any computer program forming 
part of Sandvine’s products, whether incorporated into Hardware, provided separately or 
delivered as a service, and whether included in the Hardware price or charged for separately. The 
term “Software” also includes:
(i)
Sandvine Cloud Services Policy Controller software offerings: (a) Sandvine View™; (b) 
Sandvine Control™, and (c) Sandvine Protect™ (“Cloud Software”);
(ii)
Software which is licensed by Sandvine on a subscription basis (“Subscription Software”);
(iii)
Standard Software Modules; and

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